Givebutter is looking for a Phone Support Specialist with a positive attitude, attention to detail, and the ability to anticipate the needs of our users. As a member of our Customer Support team, you will have the opportunity to support the fundraising efforts of a large and diverse group of NPOs, ranging from small nonprofits to large educational institutions to Fortune 500 companies. The primary responsibility of this role will be responding to inquiries from current users via phone. You will need to be comfortable speaking with users, guiding them through their questions, and providing clear, friendly, and helpful support over the phone. If you enjoy problem-solving on the spot, building relationships with callers, and making an impact with every call, this role is for you. If the thought of waking up every day and getting to “help people help people” excites you, we look forward to hearing from you. 😄
This is a direct-hire, permanent position. You will be an employee of Givebutter via an EoR called Deel.
Tentative Start date: 4/21/25
Pay rate: PHP 550/hour
Paid training schedule: Monday – Friday 9 PM – 6AM PH time for 3 months (40 hours)
Permanent schedule: Monday – Friday 9 PM – 6AM PH time (40 hours)
Responsibilities 💻
- Respond promptly and accurately to inbound user inquiries via phone.
- Use a screenshare tool as needed while supporting users.
- Proactively identify user needs and guide them through specific features and workflows.
- Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.
- Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product.
- Adhere to company and department Standard Operating Procedures (SOPs).
- Take on special projects and tasks as assigned by Support Leadership.
Requirements 📚
- 3+ years of experience as a Phone Support Agent (preferably in the tech industry)
- 2+ years of remote experience
- Talented at making customers feel comfortable and valued by using a warm, friendly tone and encouraging casual, natural conversation.
- Ability to establish trust with users by speaking confidently, showcasing expertise, and demonstrating the ability and willingness to resolve their concerns.
- Empathetic and able to show understanding of the user’s issue and convey compassion, especially when dealing with frustrated or upset users.
- Excellent written and verbal communication skills in English.
- High adaptability and positive attitude in a dynamic environment
- Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
- Excellent written and verbal communication skills in English
- Agents must provide their own computer (at least 8GB RAM)
- A second monitor is recommended but not required.
- Agents must provide their own stable internet (preferably wired and at least 50mbps)
- Noise-canceling headphones with a dedicated microphone
Benefits – specific to Philippines agents only
- Remote Work: Work from anywhere. Must be a citizen of the Philippines for this role.
- Job Security: Employed full-time by Givebutter via an EOR called Deel.
- Health Insurance: We offer HMO medical insurance covered 100% for employees.
- Holiday Pay: Givebutter Support is open 24/7. We honor all PH labor laws regarding holiday pay, overtime, and shift differentials.
- Performance Bonuses: for meeting KPIs, eligible after 3 months of employment
- PTO: 15 days PTO annually
- Additional annual leaves: Bereavement: 5 days, Maternity: 105 days, Paternity: 30 days, Adoption: 60 days, Domestic Violence: 10 days
- Charitable Giving: Employees are provided a monthly allowance of up to $50 USD/month to any verified nonprofit they wish to support on Givebutter.
- Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you’re doing and the company you work for.Please note that the benefits listed below are specific to US Employees.
Benefits
- Remote Work: Work from anywhere in the United States.
- Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
- Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
- 401k: We offer access to a retirement planning account for all employees, with a match coming in April 2025.
- Vacation and Holiday: Givebutter offers a Flexible PTO policy with uncapped Vacation days. Givebutter is closed for a whole week in the summer for an employee Wellness Week.
- Parental Leave: We offer 12 weeks of paid parental leave for both primary and secondary caregivers.
- Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
- Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
- Professional Development: We offer learning and development reimbursement opportunities.
- Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you’re doing and the company you work for.